Jigsaw24 - Managed Fulfilment of Apple Technologies & Services

Specialists in Apple, including infrastructure, security, deployment and support. Jigsaw24 provide private and public cloud portals for Apple equipment and accessories. Allied with our dedicated account management, vendor demonstrations and training. Jigsaw24 have a diverse and multi-skilled operation, with the expertise to implement complex projects with a cost-effective approach.

Framework

Service ID

Contact

Service scope

Limited to an agreed catalogue of hardware, software and cloud services made available through a cloud portal.

System requirements

Must have web access

Available through Safari, Google Chrome, Firefox & Internet Exporer

User support

User support

Email or online ticketing support

Email or online ticketing

Support response times

Response in 1 hour (weekdays only)

User can manage status and priority of support tickets

No

Phone support

Yes

Phone support availability

9 to 5 (UK time), Monday to Friday

Web chat support

Web chat

Web chat support availability

9 to 5 (UK time), Monday to Friday

Web chat support accessibility standard

None or don’t know

How the web chat support is accessible

Web chat is offered through the Jigsaw24.com website. Available to all users.

Web chat accessibility testing

None, however, web chat functionality is available for assistive technology users.

Onsite support

Yes, at extra cost

Support levels

Customer's that take the cloud portal receive sales and technical support. This is typically provided free of charge for portal customers, however, custom development is charged at £500 per day. Typically a technical account manager, a cloud support engineer and a senior developer would be available to help a customer with this service.

Regular reporting is provided by the account manager and at the end of the service a full data extract is available to the customer.

End-of-contract process

No contract services are charged for at the end of the contract. The only chargeable element is customisation at the start of the service.

Using the service

Using the service

Web browser interface

Yes

Supported browsers

Internet Explorer 10+

Microsoft Edge

Firefox

Chrome

Safari 9+

Opera

Application to install

No

Designed for use on mobile devices

No

Accessibility standards

None or don’t know

Description of accessibility

Come back to this

Accessibility testing

Come back to this

API

No

Customisation available

Yes

Description of customisation

Customisations available are: Branding, approval process, look and feel, products and services available.User customisations are: requested through the customer account manager and are defined through meetings with one of our development team.Who can customise: All customisations are available to all users of this service.

Scaling

Scaling

Independence of resources

Jigsaw24 carefully manage the volumes of users that can access the service and the number of web servers provided to allow user access. These are capacity planned for double the expected user numbers. We have not had any capacity issues since this service was launched in 2012.

Analytics

Analytics

Service usage metrics

No

Resellers

Resellers

Supplier type

Reseller providing extra features and support

Organisation whose services are being resold

Apple, Adobe, Jamf, Microsoft

Staff security

Staff security

Staff security clearance

Other security clearance

Government security clearance

Up to Security Clearance (SC)

Asset protection

Asset protection

Knowledge of data storage and processing locations

Yes

Data storage and processing locations

United Kingdom

User control over data storage and processing locations

Yes

Datacentre security standards

Managed by a third party

Penetration testing frequency

At least every 6 months

Penetration testing approach

In-house

Protecting data at rest

Encryption of all physical media

Data sanitisation process

No

Equipment disposal approach

A third-party destruction service

Data importing and exporting

Data importing and exporting

Data export approach

No user exports option is available, but reports and information are available throughout the service contract. Users can request data exports from their account manager. These are provided free of charge once per quarter. A small charge is made for more frequent requirements (this is £250 per additional request).

Data export formats

CSV

Data import formats

CSV

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

TLS (version 1.2 or above)

Data protection within supplier network

TLS (version 1.2 or above)

Availability and resilience

Availability and resilience

Guaranteed availability

99.99%

Approach to resilience

We have multiple web servers for accessing the system. The cloud portals are provided through our ERP system infrastructure which is fully resilient at server level.

Standards and certifications

All of Jigsaw24's supply and service is covered under this accreditation.

ISO 28000:2007 certification

No

CSA STAR certification

No

PCI certification

No

Other security accreditations

No

Security governance

Security governance

Named board-level person responsible for service security

Yes

Security governance accreditation

Yes

Security governance standards

ISO/IEC 27001

Information security policies and processes

Jigsaw24 are ISO 27001 accredited and have an established information security management system (ISMS) that the business adhere to.

Operational security

Operational security

Configuration and change management standard

Supplier-defined controls

Configuration and change management approach

Formal change control is in place at Jigsaw24. All changes are communicated to a change control board and then need to be approved before they can be implemented.

Vulnerability management type

Supplier-defined controls

Vulnerability management approach

Vulnerability management is based on a layered approach consisting of notifications from the vendors that we are resellers for or who's products we implement. In addition we have a dedicated internal vulnerability testing appliance that provides vulnerability assessment from our internal network combined with third party external scanners identifying known threats. Once a vulnerability is identified, the relevant patches recommended by the vendor are tested and then applied. Patches begin the initial QA testing as soon as they are available from the vendor. We also have IPS sensors to block attacks in real time.

Protective monitoring type

Supplier-defined controls

Protective monitoring approach

Key database connections and all access to services are routed through IPS sensors to help identify suspicious events and activity. Jigsaw24 do not currently have protective monitoring as part of their vulnerability assessment tools.

Incident management type

Supplier-defined controls

Incident management approach

Incident management is clearly defined in our process manual. Users report incidents via the CRM system which triggers a series of reports based on priority. This is fully reportable and automated in line with attached priority.

Secure development

Secure development

Approach to secure software development best practice

Supplier-defined process

Public sector networks

Public sector networks

Connection to public sector networks

No

Pricing

Pricing

Price

£0 to £100 per unit per quarter

Discount for educational organisations

Yes

Free trial available

Yes

Description of free trial

We provide a fully operational fully functional cloud portal for a 30 day period.